Benefits Support Representative

Selerix•Indianapolis, IN

11d•Hybrid

About The Position

As a Level 2 Benefits Support Representative, you're the voice employees hear when their benefits questions matter most — enrollment decisions, life changes, plan navigation. You handle the full range of standard employee contacts independently, delivering clear, accurate, empathetic answers without needing a hand-hold through it. You've moved past learning the ropes. You own the work — and you're starting to make the people around you better too, by flagging trends and sharing what you know about client plans.

Requirements

1–3 years in customer service, a call center, or another employee-facing role
A track record of consistent quality and resolution in a structured service environment
Genuine empathy — you can sit with someone's frustration or confusion and still get them to the right answer
Clear communication — you translate benefits jargon into plain English, for anyone
Active listening — you catch what someone actually needs, even when it's not quite what they asked
Sound judgment — you know when to solve it yourself and when to bring in help
Must obtain and maintain active state insurance licenses (Life, Health, LTC) and stay current on continuing education requirements.

Nice To Haves

Prior experience in a Selerix BSC Level 1 role, or equivalent benefits administration/HR services experience, is a plus
Familiarity with health insurance fundamentals, the Selerix enrollment platform, or high-volume call center work with complex/sensitive inquiries.
Associate's or bachelor's degree preferred.

Responsibilities

Own the employee experience. Handle inbound and outbound calls from open to close — professional, attentive, and focused on what the employee actually needs, not just what they asked. Resolve most issues on the first call, including the harder, more emotionally charged ones, with composure.
Anticipate, don't just react. Spot the follow-up question an employee hasn't thought to ask yet, and get ahead of it. Adapt how you explain things based on the person's benefits knowledge and where they're at emotionally.
Get it right, every time. Verify information before you share it. Catch errors — whether in the system or in someone's understanding — before they become problems. Keep every promise you make to a caller, including callbacks.
Know when to loop in help. Resolve the majority of contacts on your own, and recognize the difference between "outside my scope" and "worth one more try." When something does need to go to the Client Success Manager, hand it off with full context so nobody has to repeat themselves.
Grow your expertise. Build solid working knowledge across all standard inquiry types — health insurance, FSA/HSA, qualifying life events, enrollment windows — and go deeper on the specific plans of the clients you support. Maintain your state insurance licenses (Life, Health, LTC) and stay current on continuing education.
Make the team better. Share what you're learning — new question types, client-specific quirks, platform tips — so your teammates benefit from what you've already figured out.